Support Analyst

What You Will Do

• You will receive calls from customers who are experiencing technical issues with software
• You will issue tickets for the complaints received
• You will committedly focusing on coming up with resolutions to solve all types of problems faced by clients and follow up with the clients accordingly
• You will identify and categorize customer issues by severity and importance
• You will demonstrate leadership skills and take ownership of customer issues when reported
• You will invest time into training to understand in depth about the softwares used by clients
• You will comply with standard procedures for proper delegation of unsolvable issues to the appropriate internal teams in order to maximize customer satisfaction
• You will collaborate with other teams like development, engineering, or product teams to escalate complex issues that require deeper technical expertise for resolution.